Support center: write a message and get a reply

1Where to open support

1. On the site

   In the left chat menu, click More, then Support. The direct address is gibrid.ai/chat/support. If support has replied, an unread badge appears next to the item.

2. In the mobile app

   In the iPhone app open “Settings” and tap the “Support” row. It holds the same conversation as the site: it is tied to your account.

3. In Telegram

   In the bot @gibridaibot, tap “More” and then “Support”. The button leads to the support chat @gibridhelpbot.

4. By email

   For general questions, write to hello@gibrid.ai (it is listed at the bottom of the site).

2How to write a message so you get help quickly

1. Pick a topic or just start typing

   The empty page (“How can we help?”) has three quick buttons: Payment problem, Generation not working, Plan question. Each one puts the start of a sentence into the field; continue it in your own words.

2. Describe what happened

   Write what you did, what you expected and what happened: which model, what the error message said, the approximate time. The field is labeled “Write to support…”, and one message can hold up to 8,000 characters.

3. Attach files

   The paperclip Attach file adds a screenshot or document, and pasting from the clipboard works the same way. Limits: up to 10 files per message, each no larger than 50 MB. Remove an extra file with Remove file.

4. Send

   Click Send. The message appears in the feed right away with the status “Sending…”. If the connection drops, “Not sent” and a Retry button appear under it; retrying will not create a duplicate.

3What a reply looks like

The reply arrives in the same feed and looks like a regular message: it shows the responder's name and avatar, plus the time and date. While a specialist is typing, “… is typing…” appears below the feed.

• New messages are marked with a “New messages” divider.
• Attachments in a reply open on click: an image in the viewer, a file via its link.
• You can load older conversation with the Show earlier button.
• The reply shows up in the feed on its own: you don't need to refresh the page, and an unread badge lights up next to “Support”.

There is one conversation per person: if you wrote from both the app and the site, everything is in a single feed.

4What to take to support, and what is quicker to sort out yourself

• Not enough ⚡: the “Generate” button doesn't charge anything while your balance is below the price; you can top up on the Billing and plans page.
• A video seems “stuck”: first check the “My generations” section, because the task may have been accepted (guide).
• The payment went through but the balance didn't change: write to support using the “Payment problem” button and attach a receipt or screenshot.
• A generation returned an error: attach a screenshot and the model name.
• Refund questions: the terms are described at gibrid.ai/refund.

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